Donald Paul Kilbourn

***** ****** **** ********, ** 77584 281-***-**** ad4jyu@r.postjobfree.com

Objective

Enthusiastic, dedicated professional seeking an opportunity to contribute knowledge and experience to a dynamic company. Motivated, hardworking, and loyal professional with outstanding communication and interpersonal skills. Knowledge in SQL, Active Directory,, Cisco Routing, Ethernet Cabling, Oracle Database, Sap, Salesforce, Ticketing, Remote, Imaging. Education

ITT Technical Institute, Webster, TX

Associate of Applied Science, Information Technology- Computer Network Systems Date of Graduation: June 2011

Experience

Expires Staffing/ Tenaris November 2024 - Current

IT Helpdesk Contractor

- Provided comprehensive technical support to end-users, leveraging expertise in Active Directory management and cloud services.

- Resolved hardware and software issues promptly, ensuring minimal disruption to business operations.

- Managed user accounts, permissions, and group policies within Active Directory, maintaining data security and access controls.

- Assisted with cloud-based services such as Office 365, Google Workspace, or Azure, troubleshooting issues and optimizing user experience.

- Collaborated with team members to implement cloud-based solutions, enhancing productivity and efficiency across the organization.

- Documented and maintained IT infrastructure configurations, ensuring accuracy and compliance with industry standards.

- Completed assigned projects and tasks within the contracted timeframe, exceeding expectations through proactive problem-solving and effective communication. Insightsoftware May 2021 – August 2023

Senior Tech Support Engineer Tier 1

• Provide first-line technical support to customers via phone, email, and remote assistance tools.

• Troubleshoot and resolve hardware, software, and network-related issues for a diverse range of products and services.

• Guide customers through problem-solving processes, including identifying root causes and implementing effective solutions.

• Escalate complex technical issues to senior engineers and collaborate with crossfunctional teams to ensure timely resolution.

• Maintain accurate and up-to-date records of customer interactions, issue resolution, and troubleshooting steps using ticketing systems.

• Assist in developing and updating technical documentation, knowledge base articles, and support materials for both customers and internal teams.

• Conduct product training sessions for new customers, ensuring a smooth onboarding experience and fostering strong customer relationships.

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World Wide Environmental Products Houston,Tx May 2014 – May 2021 IT Field Tech Manager/Trainer

• Proficient in diagnosing and resolving hardware, software issues with Windows machines

• Remote access of systems with clients over the phone

• Install of hardware for Windows 11 machines and Vehicle inspection devices

• File editing for ini files to help with calibration

• Imagining software with Acronis Backup and Recovery Tool

• Schedule Maintenance of fleet provided vehicle.

• Maintaned Inventory of parts used and ordered

Best Buy/Geek Squad Webster,Tx October 2012- May 2014 Tech Support/Sales

• Help customers with diagnostic of their tech and recommend repairs

• Help repair pc, anywhere from data recovery to virus removal IRISNDT MATRIX Houston TX April 2013-July 2013

IT Tech Level 1

• Imaging Software with company’s internal imagine software.

• Remote operating into Field tecnicians Laptops

• Networking printers together

• Enterprise Environment

• Ms Word, Excel, Access, Power Point, and Visio